Vandana Thakur

• Managed AVPN, MIS/ADI, BVOIP, EPLS, T1, and MACD orders for over 30 business clients.
• Identified and implemented process improvements to enhance operational efficiency.
• Ensured team compliance with company policies and procedures consistently.
• Resolved escalated customer complaints swiftly and efficiently.
• Monitored team performance against targets, initiating corrective actions as needed.
• Communicated project progress and challenges to stakeholders through scheduled WebEx calls.
• Facilitated Stewardship calls with sales leadership and channel partners.
• Presented weekly performance reports to leadership, recommending actionable changes.
• Worked on the escalations on critical milestones, inconsistent order status, for example, delays due to the access providers, AT&T errors, design issues, provisioning issues, delays due to fiber build, missing equipment, expedited due dates not met, and special circumstances (COVID vaccine, 5th level escalations), and drove completion under tight deadlines.
• Provided support to junior staff during peak periods of workloads.
• Developed strategies to increase team productivity and improve customer service levels.

Resolved customer inquiries promptly, adhering to service level agreements.

• Addressed customer concerns and complaints, delivering satisfactory resolutions.
• Developed a training module for new hires to streamline onboarding processes.
• Provided regular updates to Sales and Customer teams on key milestones and dispatch dates.
• Updated spreadsheets weekly with relevant details and notes as necessary.

• Developed online-focused sales and marketing channel strategy to drive partner acquisition in markets.
• Managed B2C sales operations to maximize revenue growth.
• Utilized CRM tools and online booking engines for efficient lead management and follow-up.
• Handled high-value customer inquiries, ensuring seamless online booking experience.